Z Gallerie

This company sells damaged items made off shore. They deliver damaged goods, replace them with damaged goods and do not offer a full refund.
We have waited 5 months for three furniture pieces, Concerto dresser, Jen Bed and Palmer cabinet. We purchased these items because we were told by the sales associate at the Aventura store ( Gulf Stream) that they would be delivered in 6-8 weeks. Not the case! They came OVER 4 + months late and damaged. We now are waiting for an end table that was received damaged and undeliverable, twice due to damaged goods received by Tuscany Movers.
STAY AWAY FROM THIS COMPANY. Customer services does not answer your calls and hide behind emails instead. I cant believe the hell Z Gallerie has put us through. We have been without furniture since moving to Florida from abroad. Sleeping on a mattress on the floor since June, living out of suitcases due to delayed dresser and and watching TV on the floor. Paying over 2100 USD a month for rent to living essentially in a square box.

My rating is zero, however had to select one star in order to post.

Strangely, I received a phone call from a freight company and my order was delivered on Saturday, Dec 2. Never once did I receive any kind of tracking information or correspondence from Z Gallerie. The product is fine, but the shipping time and lack of customer service gives them a 1 star for me. I did withdraw my BBB complaint, but only because I received the order and didn't need the refund.

I placed an order for a buffet server on October 23,2023 that gave me an estimated shipping date of November. As of November 17, I had not received any correspondence on a shipping date, so I rechecked my order status to find out that they had changed my estimated shipping date to January (no notification from them on that). I sent a string of emails asking for a shipping status or a refund on November 17, November 20, November 21 and now on November 29. After my email on the 20th, they updated the status of my order to show it shipped, however, the tracking information is invalid. I also tried calling, however, they don't answer the phone. I have now filed a complaint with the Better Business Bureau because I believe this company intentionally misleads customers with shipping status information to avoid refunding money they've had for long periods.

I purchase a Sofa at the beginning of March, it was supposed to deliver 8 weeks after (beginning of May) at the end of may.
Beginning of June 12 weeks after the order I called to check on my sofa and the said that was delayed and were uncertain on a delivery date, so I asked to cancel my order, they refused and threat that I would have lost my money if the order was going to be canceled.
At the end of June I called again as we were going into the 16 weeks from the order, again no certain date for delivery and again I attempt to cancel the order, with the same result they threat to not return my money, so, I had to stick with the order.
Finally, on July27 the sofa was derived basically 5 months after my purchase.
Once the Sofa was installed I realized that neither the model and the size where the one ordered, so I called back customer service to have the sofa picked up and to have a full refund, at this point they agreed to refund me 14 business day after they would have picked up the sofa, they came a month after on August 30 to get the item from my apartment.
Since then, I'm waiting for a full refund, its now mid December and still no refund have been issued and every time I call (when I'm able to talk with somebody) to say that the payment is scheduled for the following week.
Bottom line after more than 9 months from the purchase they are unlawfully holding my money and their behavior is nothing less than a scammer that just stole my money and has no intention to return the sum paid.
Just do not buy from this company the market is full of honest competitor that stand behind their products.

I placed an online order on November 12 for my son's birthday present a month away and stocking stuffers.

On November 29, I logged in to find out why after 2 weeks the status was still not shipped. I saw explanation or any option on the website to resolve electronically. I called the published customer service nujmer*******627 and waited for more than 30 minutes without any answer or option to get a call back.

I finally gave up and called the local Dallas store. The manager gave me no option to cancel or pickup in store. He finally explained that one of the items is unavailable until Janaury. He was unable to split the order. No where does it say that my order won't be fulfilled for 2 months. He said he would have someone from customer service contact me.

I independently emailed online sales on November 29 and expressed my dissatisfaction and requested them to contact me for a resolution.

They didn't respond for 2 days until December 1. They said they were splitting the order and would send the in stock items. I wrote back within a few hours and asked to cancel the order completely.

They didn't respond again for 2 days until December 3. At that time they told me they couldn't cancel the order because it was in final stages. They charged my credit card.

Item didn't ship until December 7. No tracking number provided.

I have had the worst experience! Not sure who Z Gallerie outsource there delivery of furniture with in the Baton Rouge, LA area, but I'm having a challenge with scheduling the delivery of my Reflection mirror that was order in November. Though I receive a text to call the carrier and schedule delivery as my item is ready for delivery, every-time I call the carrier I get the run around and say someone will call be back by end of business and no one calls.
They (Tuscany 3PL) don't offer scheduling for the delivery though the text said they do. They cant even provide an estimated day and time window to plan the delivery. It is the worst experience ever with trying to obtain an expensive piece thats paid for. Granted I paid close to $300 for shipping charges and cant schedule the delivery with carrier. I've called ZGALLERIE customer service and been told their is nothing they can do, I have to take it up with the moving company. They will notate my account and that's it. Really?! Poor customer service!

I recently purchased a large new home that needed to be fully furnished. After hearing great things about Z-Gallerie from a friend, I placed an order for a $2,000 dining room table in the beginning of June and was provided an estimated shipping window of 2-3 weeks (end of June). I received an email that states tracking will be emailed once the item is shipped; however, it's been almost 2 months and no update. I called Customer Service (which if you do, plan to take a half-day off work because it took 2.5 hours to finally speak to someone), and the woman then said I would receive my item early July. It's now July 19th and I've yet to hear anything from the company. I understand distribution and logistics are bogged with supply chain issues but simple communication and transparency from the company would alleviate the majority of concerns. The icing on the cake was A) receiving a call from their warranty sales department asking if I'd like to purchase a warranty on an item I've yet to receive and still have no clue when it will arrive and B) the item went on sale the day after I ordered and they refuse to price-match and reimburse for the difference. If I want them to honor the lower price, I need to cancel my order (which can't be done at this point), pay a restocking fee of 25% and shipping on the very heavy item. At this point I've basically just provided them with a several thousand dollar loan in hopes one day my empty dining room will be furnished. Let the reviews across this platform and several others speak for themselves - this is the worst customer service I've experienced purchasing from an "upscale" company. There are plenty of reputable competitors out there (West Elm, RH, CB2) that actually deserve your hard-earned dollar. For context, I purchased other items from these companies around the same timeframe and they've already arrived, in excellent condition, and clear communication.

Very beautiful furniture but customer service needs a lot of help! Sorry Z gallery take a brief lesson *******@Wayfair.com

DO NOT BUY FURNITURE FROM THEM IT COMES DAMAGED, CUSTOMER SERVICE IS HORRIBLE. BOUGHT A COUCH THAT DOESNT FIT AND THEY WANT 50% RESTOCKING FEE.

HORRIBLE

THIS COMPANY IS CHEATING PEOPLE! On 6/7/2023 we Purchased a Sofa from Z Gallery store for $3,807.84 In September, they sent the wrong sofa. We immediately went to the store, where salesperson Chelsy made a call to corporate, and told us that we had the option to hold on to this sofa ( since we had given away our previous sofa the day before the delivery), and that the correct sofa would be sent tby November 2023.

In November, we were told December! In December, we were told January! In January we were told Feb! In Feb, we were told MAYBE April! At that point, my wife and I called, and told them that we were tired of being strung along, and that we wanted to cancel our order, and get our money back, and that we would order a sofa from another store. We were told that as soon as they picked up the sofa, we would get our money refunded to our credit card! I went ahead, and ordered another sofa from another store where, obviously, I had to pay upfront. I was ok with that, since I was told numerous times that I would be refunded by Z Gallery!

They picked up the sofa last week. I emailed them today to check on the status of my $3800 refund. This afternoon, an employee named Fernando Hernandez replied to me telling me that because the did a restructuring bankruptcy back in October, they can only give me a store Credit!

This is completely shady, and underhanded, as I was ALWAYS told, all the way to Feb 2024, that I could get my money refunded. All the conversations are recorded on their end, where we asked several times if we would get our money back.

This is not $38, or even $380, but almost $4000 that this company, who is still in business online, is refusing to refund me!

My wife really liked the style of the sofa, and was willing to be patient. Had we been told before Oct, that there was a slight chance that this could happen, we would have cancelled our order... they strung us along, and waited until the sofa was in their possession to tell me this today

I've been a Z Gallerie customer for over 20 years & I am shocked at the deterioration of their service & products. I placed an order with them & a couple of weeks passed w/ no shipping confirmation. I reached out for order status & received NO RESPONSE. Part of the order arrived over 3 weeks later & I received tracking information AFTER I had already received the package. I then requested an order update for the other half of the order which had not arrived yet to which I receive NO RESPONSE. The products in the 1st shipment had imperfections & defects, so I requested to return them & sent photos to them as well. They replied with a form for me to fill out a & a return address requiring me to return the defective products on my dime. They stated that the pictures show no defects which is clearly false. After this ordeal I sent a follow up e-mail requesting cancellation of the other half of the order and they replied that it is not possible even though the order had not shipped yet. They indicated that the order should arrive within a week or two but cannot be cancelled. These items are for a model home opening, and I should not have to wait over a month & a half to receive the order and then be called a liar about the defective products when the photos show the defects. It is apparent that they are making the return process incredibly difficult hoping that I don't return the items. However, this is very short sided because now I will never shop with them again. I honestly felt like I was in a time warp circa 1999 dealing with them & their outdated policies. Z Gallerie take note from Amazon, they are "customer-centric" hence their extreme success. You are being "Z Gallerie-centric" which is not a good business model in my opinion. There are so many vendors out there who value their customers, reply to e-mails, ship quickly, and have hassle free no questions asked returns policies. Unfortunately, Z Gallerie is not one of them and we will never shop with them again!

Very poor customer service. They don't care about the customer. Every time you call you hear of a new policy. Stay away.

They have beautiful pieces. Takes a little time to get if not in stock but definitely worth the wait.

I purchased a dining room table on line and it stated that delivery would be within 2-4 weeks. A few months later I was notified via e-mail that the table was in the warehouse. Thereafter, I contacted customer service to find out when my dining room table would be delivered. I was provided with the number for pivot, the third party delivery service. I contacted pivot and scheduled a delivery time and date. I worked from home that day to be available for the delivery; however pivot never arrived and did not deliver the table as scheduled. The following day I contacted pivot and was told the delivery was not input in their system, therefore I re-scheduled the delivery and Olga confirmed that it would be delivered. I had a business trip so I arranged for someone to be at my home to accept the delivery. Again, pivot did not show and did not deliver the table. I called the following day just like I did the first no-show and was again told that it was never input in the system. I then scheduled a third delivery date and again had to arrange for someone to be at my home to accept the delivery. On the scheduled date of delivery I contacted pivot first thing in the morning and confirmed delivery. It was finally delivered on the third delivery request date. I arrived home two days after delivery and opened the box only to discover that the table was damaged. I immediately contacted customer service to find out what the recourse would be and find out how long it would take to replace the table. Of course there are no timely solutions. The entire experience has been extremely unprofessional. I'm not sure how a company can stay in business with such bad customer service, delivery wait time, and third party delivery service failures.

Worst customer service ever! Absolutely no respect their customers! Customer service promises one thing, but does either nothing or opposite.

Dulce was exceptionally helpful. Handle my problem quickly. Will be shopping with
Z Gallerie again soon

I couldn't find my discount code so I called and spoke with Carolina. She was so pleasant and helpful on the phone. I really appreciate that :)

I love my furniture! Special THANK YOU to Fernando Hernandez for going above & beyond and making my beautiful patio set a reality- you're the best!